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C
Rank 1
Chris'd off
Rank 1
January 25, 2023
Solved

Why can't I setup my OVO Account?

  • January 25, 2023
  • 7 replies
  • 4337 views

I have been trying to setup my OVO account.  I get sent an email with a link to set the password and I do it within 2 minutes, but each time I get a message saying:
  Your password reset link is invalid or expired.
So, I click the link to Request another password reset
And we go around again.  I’m sick of it.
How can something so simple be so rubbish. 
Since the SSE → OVO change happened, not a single thing has gone smoothly.

    Best answer by Chris'd off

    Updated on 18/08/25 by Ben_OVO 

     

    To reset your password, or log in for the first time, follow these steps:

     

    • Visit https://my.ovoenergy.com/login
    • Click ‘set up account'
    • Enter your email address when prompted
    • You’ll be sent an email containing a link from which to set a new password
    • You’ll then have access to the online account
    • You can then download and log into the OVO app with the same details

     

    If the above steps don’t work, open the password reset email, scroll down and select "open this email in your browser".

     

    This should then allow you to follow the steps above as prompted and login into your account.

     

     

     

    Got issues registering or resetting a password for your OVO app or online account? We’ve made a recent change that might help:

     

    SOLVED
    When you get an email with a link to click to set/change your password - ignore it.  Just below that, there is another link, which is supposed to be used to “Get a new Link”  if the email is more than 6 hours old.  Click this instead and Hey Presto.  I felt like I was being messed with, but I think it’s just incompetence.

    7 replies

    juliamc
    Rank 20
    juliamc
    Rank 20
    January 25, 2023

    It’s highly likely that your account isn’t ready yet if you’ve recently been migrated from SSE to OVO. You should get another email from OVO (I’m assuming the first one was from SSE). Both emails have the same link but by the time you get the OVO email the account will be ready and the link should work. This has been discovered by trial and error on this forum, so seems the most likely explanation. Please report back if I’m wrong about assumptions and we can try and help further!

    C
    Rank 1
    Chris'd offAuthor
    Rank 1
    January 25, 2023

    The email was from OVO on the 17th.  But it doesn’t matter if I use that link or go directly to https://my.ovoenergy.com/login.  I have never set a password so it obviously doesn’t accept anything.  It doesn’t matter whether I click “Setup Account” or “Reset Password”, either way I get asked for my email address and then get sent a link to set/rest the password.  In either case, it tells me: “Your password reset link is invalid or expired.”.

    A
    Anonymous
    January 25, 2023

    I had exactly the same problem. I managed, after a few calls, (some where the agents could not find my account, some where I waited along time and the phone went dead), to get through to a an agent called Armaan who was very efficient and gave me my new account details.

    So all I can say is, be patient and keep trying. This is I assume is the result of the volume of customers migrating from SSE.  Good luck.

    C
    Rank 1
    Chris'd offAuthor
    Rank 1
    January 25, 2023

    It doesn’t seem fair that customers, who did not ask to be migrated, are having to suffer the pain of it them not being properly equipped for it.   Remembering the 6 Ps - Proper Planning Prevents P Poor Performance - well so far it has been pretty poor that we’re having to do all this.   

    C
    Rank 1
    Chris'd offAuthorSolved
    Rank 1
    January 26, 2023

    Updated on 18/08/25 by Ben_OVO 

     

    To reset your password, or log in for the first time, follow these steps:

     

    • Visit https://my.ovoenergy.com/login
    • Click ‘set up account'
    • Enter your email address when prompted
    • You’ll be sent an email containing a link from which to set a new password
    • You’ll then have access to the online account
    • You can then download and log into the OVO app with the same details

     

    If the above steps don’t work, open the password reset email, scroll down and select "open this email in your browser".

     

    This should then allow you to follow the steps above as prompted and login into your account.

     

     

     

    Got issues registering or resetting a password for your OVO app or online account? We’ve made a recent change that might help:

     

    SOLVED
    When you get an email with a link to click to set/change your password - ignore it.  Just below that, there is another link, which is supposed to be used to “Get a new Link”  if the email is more than 6 hours old.  Click this instead and Hey Presto.  I felt like I was being messed with, but I think it’s just incompetence.

      A
      Newcomer
      Alanna McGee
      Newcomer
      May 21, 2026

      I can't log in on the ovo app or the axs app. If keeps telling me incorrect email or password even though I've reset it a few times now

      Chris_OVO
      Community Manager
      Chris_OVO
      Community Manager
      May 22, 2026

      Hey ​@Alanna McGee,

       

      Welcome to our community! If you're having a bit of trouble logging into your online account, don’t worry, we’ve got some helpful articles ready for you. Check the links below to get back online:

       

      I hope this helps 😊

      Renewable energy jokes never get old.
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      OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.

      OVO (S) Gas Limited is part of OVO Group Ltd